Hi @Pooja Mallikarj ,
Hope you are doing great.
To achieve the desired behavior of having the Virtual Agent (VA) create an incident with attachments while updating the work notes with "System" instead of "Caller," we can implement the following technical solution:
Create a dedicated script or business rule to handle the incident creation and attachment process from the Virtual Agent.
In the script or business rule, ensure that the work notes field is explicitly set to "System" as the updated by value before updating the work notes content.
// Sample code for incident creation and attachment handling in ServiceNow
var caller = gs.getUser(); // Assuming this variable holds the user making the request (Virtual Agent in this case)
var incident = new GlideRecord('incident');
incident.initialize(); // Initialize a new incident record
// Set incident properties here (e.g., short_description, description, etc.)
incident.short_description = 'Incident created via Virtual Agent';
incident.description = 'Incident details provided by Virtual Agent';
// Attachments handling
// Assuming you have the attachment details available, use the following code to attach them to the incident.
// Replace 'attachment_sys_id' with the actual sys_id of the attachment record in ServiceNow.
var attachment_sys_id = 'attachment_sys_id';
var attachment = new GlideSysAttachment();
attachment.write(incident, 'incident', attachment_sys_id);
// Update the work notes field with 'System' as the updated by value.
incident.work_notes = 'Your work notes content here';
incident.work_notes.setJournalEntry(true);
incident.work_notes.updated_by = 'System'; // Setting the 'updated_by' value to 'System'
// Save the incident record
incident.insert();
Please mark the appropriate response as correct answer and helpful, This may help other community users to follow correct solution.
Regards,
Riya Verma
